Fonolo: Looking back at a year of Deep Dialing Shai Berger CEO and co-founder
Deep Dialing <ul><li>Browse the phone menu visually </li></ul><ul><li>Click any “node” of the tree </li></ul><ul><li>Fonolo will call you </li></ul><ul><li>When you answer, you are connected directly to that node </li></ul><ul><li>Try it at fonolo.com! </li></ul>
Mapping phone menus <ul><li>Independent of the companies themselves </li></ul><ul><li>Each tree regularly validated </li></ul><ul><li>Each path validated at call time. </li></ul>Fonolo spiders phone space the way Google spiders web space
After a year of spidering… What have we learned? (14,800 nodes) 500 companies mapped
IVRs have gotten very intricate <ul><li>5 companies with more than 100 nodes </li></ul><ul><li>Record holder: </li></ul>(194 nodes) US Dept. of Veterans Affairs
Lots of listening required <ul><li>20 companies had nodes with more than 400 words in them </li></ul><ul><li>Record holder: </li></ul>(1687 words) American Airlines Cargo & Priority Parcel Service
Our Expedite fs and Confirmed fs services are American Airlines flight specific product handled thr [click to expand] undefinedough our cargo terminals. They are available for shipping animals that cannot be accommodated using our Priority Parcel Service because of their size or weight or because they're being shipped to or from locations outside the fifty United States. Some international locations do not accept animal shipments or require prior government approval. Hawaii and some countries require extended periods of quarantine for animals. Please check with the appropriate consulate for restrictions and or additional document requirements. For shipments within the fifty United States, check in time is no later than two hours or more than four hours prior to the scheduled departure time of the originating flight. For shipments to or from locations outsides the fifty United States, check in times can be up to four hours. For shipments traveling within the fifty United States, your animal may be picked up at the destination cargo terminal two hours after the actual flight arrival. For shipments traveling to or from International locations the paper work required to clear customs will be available for pick up at the destination cargo terminal four hours after the actual flight arrival. There are a maximum number of animals that can accepted for a flight. This is on a first come first serve basis. Therefore it is required that you make reservations for your animal with a cargo reservations agent. This may be done up to three days in advance of the travel date. Please make a note of the following documents you must provide at the time the animal is checked in at the receiving area. The original and one copy of the health certificate issued and signed by a licensed veterinarian and dated ten days or less from the date you'll be shipping your animal. You will also need to provide either a rabies vaccination certificate issued and signed by a licensed veterinarian or a combination health and rabies certificate issued no more than ten days prior to your shipping date. Please also provide a signed statement that your animal has been offered food and water within four hours of the time you present your animal to the American Airlines airport personnel. For exotic bird shipment, the shipper must provide, in writing and on letterhead, that the bird was born in captivity on special farms or the bird is being shipped to or from a zoological garden or government wildlife agency. Check with the Department of Agriculture of the destination state or the consulate of the destination country for possible additional document requirements. Animals are transported in the same compartments as baggage, mail and other cargo. These compartments are pressurized and maintain a temperature range from fifty to seventy degrees Fahrenheit. For the health and safety of your animal, American Airlines follows the USDA guidelines for shipping animals during periods of extreme temperatures. The optimum temperature range for transporting most warm-blooded animals is between forty five and eighty five degrees Fahrenheit. Dogs and cats will not be accepted for transport if the temperature exceeds eighty five degrees Fahrenheit at any city on the routing. Snub-nosed dogs and cats will not be accepted if the temperature is over seventy five degrees. Some examples of snub-nosed breeds of dogs or cats are: Boston Terrier, Staffordshire Bull Terrier, Boxer, Brussels Griffon, Dutch Pug, English Toy Spaniel, English Bulldog, French Bulldog, Japanese Spaniel, Japanese Pug, Pekingese, Shih Tzu, Shar-Pei, Himalayan cat or Persian cat. If the temperature is, or is forecasted to be, between twenty and forty five degrees Fahrenheit at any city on the routing, your animal can be accepted if accompanied with a Certificate of Acclimation. This certificate must be issued and signed by a licensed veterinarian within ten days of the shipping date. It must include the shipper's name and address, type of warm blooded animal and to what degree below forty five degrees Fahrenheit the animal can withstand. Your animal may be accepted as long as the forecasted temperature is not below the temperature noted on the Certificate of Acclimation. Animals will not be accepted if the temperature is forecasted to be below twenty degrees Fahrenheit anywhere along the routing.
Your animal must be accommodated in a kennel that meets FAA guidelines. Kennels can be purchased from most pet stores. American Airlines does not rent kennels. However for your convenience most airport locations offer for sale, four sizes of FAA approved kennels subject to availability. Kennel type one hundred accommodates an animal weighing up to eighteen pounds with a standing height of thirteen inches. Kennel type two hundred accommodates an animal weighing up to twenty five pounds with a standing height of seventeen inches. Kennel type four hundred accommodates an animal weighing up to seventy pounds with a standing height of twenty four inches. Kennel type five hundred accommodates and animal weighing up to one hundred and twenty one pounds with a standing height of twenty eight inches. Although you may use them to ship, American Airlines does not sell three hundred or seven hundred type kennels. The five hundred and seven hundred type kennels are not accepted for our Priority Parcel Service and cannot be accommodated on some narrow bodied aircraft. Your customer service representative will check for aircraft compatibility at the time of booking. The kennel must be large enough for the animal to stand, sit and lie comfortably and in a natural manner. Outfitted with separate food and watering dishes, securely attached inside the kennel so that the animal can be fed and watered without opening the kennel. Have attached labels with food and watering instructions along with a supply of packaged food attached to the outside of the container. Constructed of wood, plastic or a similar material. Leak proof, escape proof, and the door must fasten securely. Marked with the words "live animal" on the top and on two sides in letters at least one inch high. Marked with "this end up" or directional arrows on at least two sides. Clean with no offensive odors and contain absorbent material or litter. The use of straw, hay or wood shavings is prohibited for international shipments. Adequately ventilated. The total ventilated areas must be a minimum of sixteen percent of the total surface area. If the kennel has wheels they should be removed or taped to prevent the kennel from falling off the loader or in the cargo hold. When the shipper drops off the animal with rigid plastic kennels must be secured with releasable cable ties will be attached to all four corners of the kennel door. American Airlines will provide the ties to the customer at no cost. The shipper may opt to provide their own ties or sealing mechanisms, provided they can be removed without the use of tools. Two puppies or two kittens, that are weaned and are between the ages of eight weeks to six months, can be accommodated in one kennel if they are less than twenty pounds each. Please check with an agent for exceptions to this rule if the puppies and mother are going to a research facility. To repeat this information, press 1. To return to the shipping guidelines menu, press 2. To make a booking for live animals or to make a change to a booking, press 3. To return to the live animal menu, press 4. To return to the main menu, press * and to end the call, press 9.
Average lifespan <ul><li>10 companies with that phrase have menus that haven't changed in 6 months </li></ul><ul><li>Record holder: </li></ul>Really? “ Please listen carefully as our menu has recently changed” (11 months, 27 days) Sandals Resorts
Intelligent Call History <ul><li>Fonolo serves as a dashboard for the companies you deal with regularly </li></ul><ul><li>Tracks all your calls, regardless of phone used </li></ul><ul><li>Attach notes to calls </li></ul><ul><li>New: </li></ul>All still free! Call Recording
Are we “anti-IVR”? <ul><li>No! Companies actually like Fonolo! </li></ul><ul><li>Fonolo leverages the existing investment in their IVR systems to improve the experience for callers </li></ul><ul><li>… and it improves their own metrics! </li></ul><ul><li>Misnavagation (aka “zero-ing out”) is a big drag on call center metrics </li></ul><ul><li>Misnavigation rates: 30 - 50% </li></ul><ul><li>Fonolo working with companies… stay tuned! </li></ul>
The future… <ul><li>More companies! </li></ul><ul><li>Smarter shortcuts </li></ul><ul><li>“ Please enter your 17 digit account number…” </li></ul><ul><li>International expansion? </li></ul> Carrier partnership
Thank you Email: firstname.lastname@example.org Blog: shaiberger.com Follow: twitter.com/shaiberger